Customer Care Manager

6 months ago

Sydney, Australia Xe Full time

Customer Care Manager

At Xe, we live currencies. We provide a comprehensive range of currency services and products, including our Currency Converter, Market Analysis, Currency Data API and quick, easy, secure Money Transfers for individuals and businesses. We leverage technology to deliver these services through our website, mobile app and by phone. Last year, we helped over 300 million people access information about the currencies that matter to them and over 225,000 people used us to send money overseas.

We are proud to be part of Euronet Worldwide (Nasdaq: EEFT), a global leader in processing secure electronic financial transactions. Under their Money Transfer division, Xe and Ria Money Transfer have been brought together to help establish the third largest money transfer business in the world.

The purpose of the Customer Care Manager role is to lead a highly effective support team, who will provide help and support for Xe's global customer base through the end-to-end process with Xe, from registration, through money transfer transaction, and beyond. This team will also provide support for small businesses, who also sit in our Consumer sector.

The Customer Care Manager will drive the performance of the support team, to achieve activity levels and key support metrics, optimizing overall support team performance. This role will actively drive adherence to standard global processes across the team, identifying any areas of weakness and suggesting changes that will ensure continuous improvement to the overall support experience.

**Our principles**
- **AMBITION** - We dream big, try things out and always ask "why not?" and "what if?" We're ambitious in our thinking and our delivery
- **RESPONSIBILITY** - We get involved, bring our perspective and are always open to new ideas. We take personal responsibility
- **COMMUNITY**:

- We value a sense of belonging, trusting each other and encouraging authenticity. We contribute to our community

**What you'll do**
- **Drive the Customer Care Team** to deliver a high impact support experience for consumers and businesses, during their end-to-end engagement with Xe, meeting key performance targets and service levels.
- **Strategic Output: Encourage** a 'one global team' culture as we evolve our 'the sun' support model and provide additional support bandwidth to other regions during peak times.
- **Thrive on excellence**: Drive excellence as the team responds to inbound queries from Xe's global customer base.
- **Complaints Management**: Manage escalated cases and formal complaints, lead changes in Xe's processes to reduce the number of formal complaints.
- **Relationship Builder**: Build strong relationships with internal stakeholders and drive the team to build strong customer relationships with Xe, where consumers view Xe as their 'go-to' transaction provider.
- **Problem Solver**: Identify any issues in the end-to-end process, and highlight areas for improvement, working collaboratively with key teams. Work closely with global peers to share best practice.
- **Mentorship**: Responsible for empowering and coaching the customer care team to optimize the overall team performance. Actively coach team members to improve performance using quality assurance processes.
- **Revenue targets & milestones** Achieve revenue targets as the customer care team is empowered to execute simple, low value money transfers directly for customers.
- **Enforce adherence to standard global processes**, actively monitoring performance and suggesting continuous improvements to tools and processes.
- **Continuous product Improvement**: Contribute feedback on our digital tools and insights on how to optimize digital self-serve for our consumers, thus reducing support call volumes.
- **Sharing of best practice**: Build a learning culture, where teams share important knowledge and best practice.
- **Success for this role is reflected** in the success of the overall team and is measured via a range of quantitative measures including call volumes, talk time, first call resolution achievement.
- **Delivering an excellent custome**r experience is key. Success is measured via team performance as part of our Quality Assurance framework, which seeks to ensure excellence at every interaction, and overall customer satisfaction.

**Requirements**:
**Who you are**:

- **Leading teams: 3- 5 years'** experience managing teams to deliver an excellent customer experience. #Strong customer focus.
- **Targets driven**: Experience in managing and motivating a team to deliver against targets and metrics.
- **Excellent communication**: spoken and written.
- **Coaching skills**: investing in team members to perform at the highest level.
- **Improvements and efficiencies**: Ability to adhere to process, and based on results propose continuous improvements.
- **Agile environment**:Comfortable working in a fast paced, target driven environment.
- **Metrics and Data**: Data driven and analytical, with an ability t

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